Also known as decorum, is the code that governs the expectations of social behavior, the conventional norm. It is an unwritten code, but it may evolve from or into a written code.

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Also known as decorum, is the code that governs
the expectations of social behavior, the
conventional norm. It is an unwritten code, but
it may evolve from or into a written code.
Etiquette
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Telephone

• The telephone it is part of us.
• What would we do without it?
• It is very common. As much a part of our lives as
  learning to walk and talk
• Perhaps that is why we hardly, give it a little
  thought.
• And most probably never take thought of the times
  we have shown our bad manners while speaking on
  the telephone.

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Telephone Etiquette

• Every time you make or receive a telephone
  call at work, you are representing yourself, your
  department and company-to both external and
  internal customers.
• The impression you create will be a lasting
  one.
• Make sure your voice and mannerism reflect
  that you are alert and at your best!

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Answering Calls

• Answer your calls within three rings (if
  possible).
• Always identify yourself when you answer the
  phone
• "This is ______."
• Speak in a pleasant tone of voice - the caller
  will appreciate it.
• Learn to listen actively and listen to others
  without interrupting.
• When you are out of the office or away from your
  desk for more than a few minutes, forward your
  phone to a voicemail.
• Use the hold button when leaving a line so that
  the caller does not accidentally overhear
  conversations being held nearby.
• If the caller has reached a wrong number, be
  courteous. Sometimes a caller is transferred all
  over campus with a simple question and the caller
  gets frustrated. If possible, take the time to
  find out where they should be calling/to whom
  they should be speaking to.

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Making Calls

• When you call someone and they answer the phone,
  do not say "Who am I speaking with?" without
  first identifying yourself "This is _______. To
  whom am I speaking?"
• Always know and state the purpose of the
  communication.
• When you reach a wrong number, don't argue with
  the person Say "I'm sorry, I must have the wrong
  number. Please excuse the interruption." And then
  hang up.
• If you told a person you would call at a certain
  time, call them as you promised. If you need to
  delay the conversation, call to postpone it, but
  do not make the other person wait around for your
  call.
• If you don't leave a number/message for someone
  to call you back, don't become angry if they are
  not available when you call again.

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Screening Calls

• Answer the phone by saying "Department name,
  how may I help you?"
• If the caller asks to speak to the Manager (for
  example), ask "May I tell him/her who is
  calling?"
• Ask the caller "What is this in regard to?" (if
  appropriate)
• Press transfer and the extension.
• Wait for the Manager to answer.
• Announce the name of the caller.
• Wait for a response as to whether the call will
  be taken.
• If the called party wishes to take the call,
  press the transfer button again.
• If the calling party does not wish to take the
  call, press the RELEASE button and then the
  button where the caller is. SAY "________ is out
  of the office, may I take a message or would you
  like his/her voicemail?"

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Taking Messages

• Be prepared with pen and message slip when you
  answer the phone.
• When taking messages be sure to ask for
• Caller's name (asking the caller for correct
  spelling.)
• Caller's phone number and/or extension (including
  area code)
• If the caller is a customer, ask for the Customer
  ID (if appropriate) and ask what the call is in
  regard to.
• Repeat the message to the caller.
• Be sure to fill in the date, time, and your
  initials.
• Don't forget that you can transfer them to
  voicemail instead of taking a paper message, but
  don't forget to ask,
• "Would you like me to transfer you to
  ______'s voicemail?"
• Do not assume that the caller would rather go to
  voicemail. Always ask first.

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Always remember to write down a message
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Checking Messages and Returning Calls

• Check your messages daily and return messages
  within 24 hours. If it will take longer than 24
  hours, call the person and advise him/her.
• Callers should feel comfortable that you are
  checking your voicemail daily.
• Reply, forward, or delete messages immediately.
  Keep your mailbox clean.
• Saved messages kept longer than a week take up
  needless space in your mailbox.
• If you forward a message, be sure to explain to
  the person to whom you are forwarding the message
  and why you are sending it to them.

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Transferring calls

• If the caller needs to speak to another person or
  department.
• Let the caller know where you are transferring
  them.
• Please transfer the caller directly to the
  desired person's extension, not to the operator.
• Press transfer.
• Dial the extension where you are transferring
  them.
• Press transfer again. You're done

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Putting the caller on hold properly

• When putting a caller on hold, always ask
  permission. If they ask why, provide them with
  the answer.
• Examples
• "Would you mind holding while I get your
  file?
• "Can you hold briefly while I see if Mr. Jones
  is available?
• When taking a caller off of hold, always thank
  them for holding.

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Extended absences

• Better known as Dead air
• Dont leave the caller on hold for a long time
• Ask him if he/she would like to know any other
  detail while you process the earlier request
• Keep a continuous conversation so as to make the
  caller feel comfortable

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Ending Conversation

• There are several ways that you can end a long
  phone call without making up a story or sounding
  rude
• Before hanging up, be sure that you have answered
  all the caller's questions.
• Promise to finish your discussion at another
  time.
• Tell the person how much you've enjoyed speaking
  with him/her.
• Let the caller hang up first. This shows the
  caller that you weren't in a hurry to get off the
  phone with them. Leave the conversation open.
• Always end with a pleasantry "Have a nice day"
  or "It was nice speaking with you."
• As long as you are honest and polite with the
  other person, you shouldn't have any problems
  getting off the phone and onto something else.
• End on an "up" note.

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Keep in mind the Golden Rule when itcomes to
phone etiquette.

Dont make people dread having to answer their
phone or call your department.
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Watch Your Language

• Don't use words and phrases such as
• "Huh?
• "Yeah.
• "I don't know where he is.
• "She's at lunch. Call back later.
• "He's not here.
• "I don't know where he is or when he'll be back."

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Words You Use

• "I'm sorry.""Thank you.""Please.""May I
  take a message?""Would you like to leave your
  number?""May I put you on hold?""I'm sorry to
  keep you waiting.""He's away from his desk. May
  I have him return your call?"

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What You Mean
"He is out."
"I don't know where he is."
"He is in the men's room."
"He hasn't come in yet."
"She took the day off."
"He doesn't want to be disturbed."
"She is busy"
Tell the Caller
"He is not in the office at the moment. Would you like to leave a message on his voicemail?"
"He has stepped out of the office. Would you like to leave a message on his voicemail?"
"He has stepped out of the office. Would you like to leave a message on his voicemail?"
"I expect him shortly. Would you like to leave a message on his voicemail?"
"She is out of the office for the day. Can someone else help you or would you like her voicemail?"
"He is unavailable at the moment. Would you like to leave a message on his voicemail?"
"She is unavailable at the moment. Would you like to leave a message on her voicemail?"
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• Use respectful and considerate words and
• phrases, such as
• "I'm sorry.
• "Thank you.
• "Please.
• "May I take a message?
• "Would you like to leave your number?
• "May I put you on hold?
• "I'm sorry to keep you waiting.
• "He's away from his desk. May I have him return
  your call?"

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16 Words and Phrases That Keep callers Cool

• Hello!
• Good morning!
• May I help you?
• I'm sorry to keep you waiting.
• Please.
• Excuse me.
• Thank you for waiting.
• I'd be happy to do that for you
• It was nice talking with you.
• Is there anything else I can do for you?
• I'm very sorry.
• It's been a pleasure to serve you.
• You're welcome.
• Thank you.
• Thank you for coming in (or calling).
• We appreciate your business

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Guidelines

• The golden rules for good telephone techniques
  are
• Always answer with a greeting (example good
  morning / good afternoon / good evening).
• Always identify your company (example thank you
  for calling The Oberoi Grand)
• Identify yourself (example this is the Manager
  speaking or Manoj speaking)
• Question the callers need (example can I help
  you sir / madam)
• Keep a courteous and audible tone.
• Listen to the guest carefully and note down the
  points, if needed.
• Dont interrupt the guest or break his
  conversation.
• The way you will answer all calls will therefore
  follow the pattern
• Good morning Sir / Madam, Thank you for
  calling Grand hotel. This is Manoj speaking, Can
  I help you sir/madam.

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Are You Sure You're Understood?

• "You didn't tell me there was a deadline to get
  this done!"
• Those words from a caller will send any one
  reaching for the aspirin
• especially when the receiver knows she/he
  conveyed the right information.
• But before you blame the caller, keep this in
  mind
• Real communication occurs only when the other
  person thinks you said the same thing you think
  you said. If a caller doesn't understand
  something you said, you have not communicated
  effectively with them.

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Handling the emotional caller

• Demonstrate sympathy and understanding.
• Say something like, "I am sorry this has happened
  and I understand why you are upset."
• Express a willingness to help.
• Listen. Take notes to help you remember important
  details.
• Use the persons name in conversation the
  sweetest sound to anyone is their own name.
• Make a commitment to help, and then keep your
  promise.
• If a person is getting upset I always try to
  remember that it's probably not me that they are
  mad at

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Handling the complainer

• Act quickly once the complainant has hung up the
  phone
• Get their details
• Write down what they said and tell them you are
  recording their complaint
• Stay calm even if the complainant gets angry
• Take the complainant seriously
• Let the complainant have their say
• Speak to the individual in person and do not
• rely solely on any written complaints or
  records
• of conversations
• Treat the complainant with genuine empathy,
• courtesy, patience, honesty and fairness
• Demonstrate to the customer that you clearly

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• successfully handling complaints
• requires listening with empathy and
• responding accurately and quickly.

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listening

• understand the full nature of their problem
• Do not jump to conclusions,
• apportion.
• Blame or becoming defensive.
• Asking questions to clarify the situation.
• Repeating what the speaker said or summarizing
• Your understanding of the problem.
• Thank the complainant for raising their problems
• with you.
• End the phone conversation,
• with the lines of communication open.

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Listen first, Solve/answer second..
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Dont

• Argue, commiserate or offer any promises
• Talk or explain, just listen
• Get angry or become defensive
• Pass the complainant on to another person
• Accept abuse from a complainant (e.g. swearing)
• Agree or disagree, accept or denysimply
• record what they are saying and summarize
• Ask them to complain in writing or in person or
• call back later
• Deter people from making a complaint
• Consider the complaint as a personal criticism
• Use jargon when writing back to the complainant

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Smile
It shows, even through the phone lines.
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Greetings

• May I help you?
• "Good morning"...
• Use a greeting that is going to give the caller
• the impression that we are in fact professional
• and pleasant.

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Voicemail manners

• Be sure to record your own personal greeting
• Include in your greeting your name and department
  so that people know they have reached the correct
  person.
• Check your mail box twice every day
• Return messages or calls to messages received.
• Always make notes of complicated messages
• Always delete messages after they have been
  attended to.
• Whenever you leave a message for someone, try to
  keep it to the point.
• Keep it short and simple

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Cell Phone Etiquettes

• Switching it Off   Know when to turn it off or
  vibrate it. Eg.  meetings, movies, worship,
  seminars, etc . 
• Vibrate mode when in places where you can take a
  call, but don't want to disturb others.
• Be Brief When you get a call and you're with
  friends, keep the call short.
• Permission Often, inform others at the
  beginning of the meeting that you are expecting
  an important call and get their permission.
• Be Polite Don't scream speak in a
  lower-than-normal voice, you will be heard by the
  caller, and not others in the room
• Don't Distract Avoid talking where you may be
  distracting to others.
• Driving It is not only very dangerous, but also
  unlawful in most countries  ( even India )  to
  drive talk on your cell Phone

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Make callers feel comfortable, confident in you..